Refund policy

Thank you for shopping with FROSTandFLAME. As a small UK-based artisan candle brand, we take great care in hand-pouring every product to the highest standard. Please read our policy carefully before purchasing.

Damaged or Faulty Items If your order arrives damaged or faulty, please contact us within 48 hours of delivery at [your email address] with your order number and clear photographs of the damage. We will offer a replacement or full refund at no cost to you.

Change of Mind Due to the handmade and perishable nature of our products, we are unable to accept returns or offer refunds for change of mind once an order has been dispatched. We encourage you to read all product descriptions carefully before purchasing.

Unused & Unopened Items If you have received an incorrect item, please contact us within 7 days of delivery. Unopened, unused items in their original packaging may be eligible for an exchange or store credit at our discretion.

Non-Returnable Items The following items cannot be returned or refunded:

• Used or burned candles
• Items purchased on sale or as part of a bundle
• Gift cards

How to Contact Us For any queries regarding your order, please email us at frostandflame@icloud.com or use the contact form on our website. We aim to respond within 2 business days.

Your statutory rights under the UK Consumer Rights Act 2015 are not affected by this policy.